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The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included. |
Communication may be: | verbal by written format, such as handwritten, electronic (e.g. email) or hard copy (e.g. letter) by telephone face-to-face varied according to the needs of the client including: use of appropriate voice tonality and volume use of languages other than English use of a family interpreter use of basic gestures use of visual aids such as photographs, sketches or product information sheets formal informal using abbreviations. |
Clients may be: | team members and colleagues in a large internal structure external customers and clients business to business client new regular retail corporate. |
Non-verbal communication may involve: | body language dress and accessories gestures and mannerisms use of space culturally specific communication, customs and practices. eye contact |
Cultural and social differences may include: | modes of greeting, farewelling and conversation body language, including use of body gestures formality of language clothing. |
Medium of communication may be via: | letter promotional materials such as newsletters fax email or other electronic communication simple written messages, such as writing down the price of display items or telephone messages face-to-face telephone two-way communication systems standard forms and proformas assistive technology, e.g. telephone typewriter (TTY). |
Factors affecting the selection of appropriate medium may include: | technical and operational features access of the sender and receiver to necessary equipment technical skills required to use the medium required format degree of formality required urgency and timeframes. |
Protocols and organisation procedures may include: | modes of greeting and farewelling addressing the person by name required timeframe for addressing and serving clients required timeframe for response to an enquiry style manual requirements use of standard letters use of proformas e.g. tickets, labels, signs and quotations relationship with referral organisation. |
Personal presentation may include: | attire, shoes and accessories wearing of uniform items within the organisation's policy requirements complying with organisation's policy for personal presentation hair and grooming hands and nails jewellery personal hygiene. |
Clients with special needs may include: | those with a disability those with special cultural or language needs overweight or obese those with challenging behaviour unaccompanied children or adolescents parents with young children pregnant women older clients. |
Promotional services may include: | client loyalty programs newsletters email notification of sales or promotional packages sale of gift vouchers marketing events and activities discount vouchers. |
Client complaints may relate to: | problems with the service communication barriers or misunderstandings communication via email or other electronic means, telephone, mail or face-to face contact. |
Boundaries may refer to: | confidentiality privacy respect acknowledgement of individual needs appropriate sexual boundaries appropriate physical boundaries use of enquiry only as appropriate and necessary exercise instructor awareness of possibilities of client transference exercise instructor staying within area of expertise. |
Relevant information may include: | confirmation of appointment date and time number, length and costs of membership services location directions costs and payment options referrals health Practitioner referral procedure and practices information about general health and self care background information about the scope of service information about the limitation of the service provider. |
The needs for basic counselling may include: | to support client to facilitate negotiation with client to facilitate education of client to facilitate information giving to assess the need for referral to an appropriate medical or allied health professional. |
Basic counselling skills may include: | attending skills, use of body language paraphrasing reflecting feelings open and closed questioning or probing summarising reframing exploring options normalising statements. |
Organisation specific guidelines may include: | clients requiring professional counselling are referred basic counselling is used as a communication tool and for emotional support when necessary client boundaries are respected at all times counselling is provided in accordance with level of training. |